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Choose who is alerted about escalations

When the assistant escalates a conversation, Yapper alerts the team members whose coverage matches it. Coverage is a list of rows, each naming what it covers and a level:

The level is Primary or Backup. Primary is alerted first; backup is alerted when nobody at primary can read the conversation. With nobody at either level who can read it, the alert goes to the admins with no coverage, then to the owner (see escalations-and-notifications).

Coverage gives no access. An alert reaches only people who can read the conversation, so someone covering a sender they can't read is skipped.

On a team member's or group's page

Go to Settings → Team and open the team member or the group. The Notified for card lists their coverage. Choose what to cover and a level, then click Add; change a row's level or click Remove next to it. Changes count in the bar at the bottom of the page and apply when you click Save, with the rest of the page.

A team member's page also lists the rows their groups give them, each with From group and the group's name. These can't be changed there: click the group's name to change them on the group's page. A group's rows alert every member of it. The owner's page lists the owner's coverage too, including their groups' rows.

As you edit, notes under the card point out what the change does to alerts, for example when someone would be notified for a sender they can't read, or when escalations on a sender or phase would fall through to the admins or the owner. Saving a group, or adding or removing one of its members, shows the same notes.

If someone else changes the team member's coverage while you save, your save is refused and you are offered to reload the page; reloading discards your unsaved changes.

From a sender

Settings → Routing shows one sender's coverage. Pick a sender, then tick the team members and groups to alert at Primary and at Backup, and click Save. Admins is not offered: its members with no coverage are the ones alerted when nobody else can read a conversation. This changes only that sender's rows on each team member's or group's page; coverage on the whole workspace, a playbook or a phase is changed on their pages. A team member who can't read any chat on the sender is marked, since they won't be alerted.

The coverage map

Below the sender picker in Settings → Routing, the Coverage map lists every sender, and every phase of each playbook, with who is alerted at Primary and at Backup. A name shows the groups it comes through, and a crossed-out name can't read those conversations and is skipped. A row flagged Falls to generalist admins → owner or Falls to the owner has nobody at either level who can read its conversations. A playbook that no sender uses says No sender uses this playbook next to its name: its phases never escalate, so they are never flagged. The line under the map names the admins with no coverage and the owner.

Who can change coverage

Changing coverage needs the routing permission, which owners and admins have. Without it, the Notified for card is read-only.

Coverage and the Consultant

The Consultant can read the coverage map and each team member's and group's Notified for rows. It can propose changing the rows of one team member or group: adding a row, changing its level, or removing it, with every other row left as it is. It can also propose a sender's Primary and Backup team members and groups, as Settings → Routing sets them. The approval card shows each row before and after and the same notes the card shows, for example when someone would be notified for a sender they can't read, or when escalations would fall through to the admins or the owner. Approving needs the routing permission. Nothing changes until someone who can approve proposals approves it, and if someone changes the same rows first, the proposal is marked stale instead of overwriting that change.